Whether the Zigbee gateway used is our brand. It is because Zigbee gateways of other brands are not compatible with our Zigbee devices due to some private protocols, which may be added but not controlled.
Please check whether the router connected to the gateway maintains an external network connection to ensure that the Wi-Fi signal of the environment where the gateway is located is good, and you can try to add the gateway again.
The device may have been added, or abnormal or reset, it is recommended to try make the device re-enter the pairing mode.
Please check whether the device is too far away from your gateway or other Zigbee devices to form a mesh network, and whether the distance between the Zigbee gateway and the Zigbee device is moderate (less than 5 meters), it is recommended to be as close as possible.
Check if there are other Zigbee gateways around that affect the connection of Zigbee devices.

If the above conditions have been ruled out, your device is still unable to connect to the Internet, you can provide the App account number to us, we will arrange a professional engineer to conduct in-depth investigation for you.

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